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NetHelpDesk can track and report the status of services to technicians and
end users. The status of each service can be viewed either through the web
interface, the Windows interface or as escalation messages that are
generated when a service fails. New requests can be raised when a service
fails and you can track the actions taken to restore the service to
operational status. The use of this feature is optional. It is designed to be part of your well managed IT service in which you know what services are being provided to users and you can show that they are being monitored and provided reliably. The definition of a service is quite broad and allows extensive customisation and integration into your operational systems. A service is generally some application level process of interest to end users or some recurring task that you want to track and prove that it has been . Examples include: - A nightly batch job, such as a backup, virus scan, or disc space check.. - A frequently recurring check, such as a check of the status of a network link, or a check that a URL is operational. - A manual task such as changing of the backup tapes in a server or periodically reviewing the list of valid users. - Monitoring for warning messages from a third party utility or monitoring system and tracking that actions are taken to respond to the warning. - Any task or job that you wish to report the success or failure of , and which may form part of your SLA. Services are defined at the site level. Use the edit site screen to add and edit service details. See the service status definition screen for details of how to define a service. See also the email rules screen that defines the types of emails that are processed by the NHserver program. To view the status of services, click on the main vertical toolbar services button and select the required level in the main screen left hand tree view. A check box allows the selection of only those services that might have a problem. The Web Interface also displays service status. See the service status viewing screen for details. NetHelpDesk integrates with the third party help desk software and systems that you currently have to bring the service status information into the helpdesk's pool of information and making it available to technicians and end users. It works by receiving emails from your third party systems and processing those emails to update the NetHelpDesk service status database. Defining a new service involves two tasks. First define the service at the required site. Then configure whatever third party monitoring or service status collection mechanism you are going to use to send emails to NetHelpDesk via your email server. For example, if the service is a virus checking service then configure the virus checking program such as Norton Anti-Virus to send a service status e-mail on completion of a nightly virus scan to the NetHelpDesk server e-mail interface e-mail address. If the third party service status gathering program does not have the ability to send an email directly as part of its functionality, then you can use the NetHDSendStatus.exe program to send the email. In this way batch files, and other scripting tools can be used to write the status monitoring mechanism and you can integrate this mechanism into your existing batch processes or other systems. Examples of how to do this are given for Norton Anti-Virus, SQL server backup, manual NT backup and disc space checking using Microsoft's WMI scripting system. In general any 3rd party product which is able to send an email when an event occurs can be configured to let NetHelpDesk know the service status. |
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Our powerful help desk software system and web interface helpdesk help desk software allows your company to run a more efficient helpdesk. It comes complete with a knowledge base, change management, and inventory management. |
